Customer Trainer

As a Customer Trainer at Cresta, you will play a pivotal role in ensuring our customers and employees have the knowledge and skills they need to make the most of our contact centre technology. You will collaborate with Subject Matter Experts (SMEs) to design and deliver engaging, instructor-led training sessions, create instructional videos, and support documentation. Your goal is to drive product adoption and enable our customers to see value quickly.

Key Responsibilities:

• Collaborate with SMEs to design engaging, instructor-led training sessions that align with Cresta's product offerings and customer needs.
• Facilitate training sessions for customers, ensuring they have a deep understanding of our products, features, and best practices.
• Continuously maintain the live training curriculum, making improvements based on product enhancements and feedback from learners and SMEs.
• Be a resourceful learner, consistently seeking ways to better understand Cresta's products and how customers leverage our solutions in various use cases.
• Actively participate in various company initiatives and projects as requested, contributing your expertise and insights to help achieve our organisational goals.
• Support with onboarding and training for new hires, helping them acclimate to Cresta's culture and technology solutions.
• Record instructional videos and product demonstrations to enhance the learning experience and provide easy access to training materials.
• Assist with auditing, maintaining, and creating support documentation to ensure users have access to clear and up-to-date resources.

Qualifications:

• 3-5 years of experience
• Previous experience in the contact centre industry is highly preferred.
• Demonstrated experience as a trainer, educator, or in a similar role.
• Strong problem-solving skills and the ability to adapt to changing training needs.
• Excellent written and verbal communication skills.
• Self-motivated, proactive, and able to work independently in a remote environment.
• Willingness to travel (up to ~50%)
• Tech-savvy and eager to learn new technologies and products.
• A strong desire to help others succeed and a passion for education.
• Experience with SaaS products or contact centre technology is a plus.
• Strong presentation and facilitation skills (comfortable leading live sessions).
• Ability to explain complex concepts in a simple, engaging way.
• Experience creating training content (slides, videos, documentation, LMS content).
• Customer-first mindset with strong empathy and communication skills.
• Highly organised and able to manage multiple training programs.
• Comfortable working cross-functionally with CS, Product, and Sales teams.